General Description
We are excited to announce that we are accepting applications for a
Temporary Customer Service Specialist I position.
This recruitment is scheduled to close once we receive 150 applications. Qualified candidates are encouraged to apply promptly as this recruitment may close at any time without notice.
The District Irvine Ranch Water District (IRWD) is a progressive, values-driven agency, with an international reputation for its leading-edge financial management practices, water recycling program, water use efficiency practices, water banking, urban runoff treatment, and energy generation and storage. Established in 1961 as a California Water District under the provisions of the California Water Code, IRWD is an independent special district serving central Orange County. IRWD provides high-quality drinking water, reliable sewage collection and treatment, ground-breaking recycled water programs, and environmentally sound urban runoff treatment to its customers. As an independent, not-for-profit public agency, IRWD is governed by a publicly elected five-member Board of Directors. The Board is responsible for the District's policies and decision-making. Day-to-day operations are supervised by the General Manager. Additional information can be found at the District's website: www.IRWD.com.
The Position Under direct supervision, the Customer Service Specialist I will perform administrative duties for the Customer Service department including responding to customer questions and concerns with regards to billing, adjustment of accounts, or water and sewer service- related situations.
The ideal candidate will show interest in and understand the needs, expectations, and circumstances of Irvine Ranch Water District (IRWD) customers. They will show a high level of care and thoroughness when taking requests regarding water and sewer services, answering and resolving billing questions, and accepting payments from customers. The ideal candidate will maintain focus and quality under distracting working conditions or high workloads. They will be able to complete their assigned duties thoroughly, efficiently, and adjust quickly to changes in assignments and priorities. Lastly, the ideal candidate will follow through on assignments and meet deadlines while adhering to policies and procedures.
Summary of Duties
Take telephone, written and in-person requests regarding water and sewer service, and process utilizing the computer system.
Answer and resolve billing questions by telephone, written correspondence, emails, and in-person. Submit requests for adjustments to bills, if appropriate.
Accept payments from customers, prepare receipts, make change and create Customer Contacts on the computer system.
Educate customers regarding the District’s variance program. Assist with completion of applications, verify information and input into the computer system.
Receive, verify and record Temporary Construction Meter applications at the Customer Service front counter.
Create and become advocate/responder for Customer Contacts and/or To Do’s on the computer system for all external/internal transactions.
Perform administrative job duties, including ordering supplies, distributing departmental mail, processing Customer Service Satisfaction Survey’s and completing expense reports.
Assist and provide back-up to the Customer Service Department as requested.
Comply with District safety work-related practices and attend relevant safety training.
Respond to all incoming calls to the District and route to appropriate department/person.
Greet, assign security badges, and direct internal/external customers and visitors to appropriate meeting rooms, department, or individual.
Receive U.S. mail, sign for certified mail, accept packages, and determine/direct to appropriate individual.
Monitor phone system to ensure proper functioning and notify appropriate individual of any problems.
Qualifications
Education:- High school graduation or equivalent is required. For degrees obtained outside of the U.S., an official equivalency evaluation is required.
Experience:- Two (2) years of general office experience with heavy customer contact is required.
License/Certifications Required:- A valid Class 'C' California Driver's License is required.
Additional Information
IRWD Corporate Values Irvine Ranch Water District believes that its values drive the character, culture, and capacity of our organization. IRWD was built on values, and we weave them into the fabric of everything we do. Values are the ingredients in our recipe for both institutional and individual success. They are a code of conduct to promote positive outcomes for others and ourselves. They are more than words on a wall or a website. We live by them every day. We pledge to keep them relevant in an ever-changing world.
IRWD's employees enjoy working in a safe, supportive, and nurturing environment where they form strong bonds with fellow employees. To ensure effective communication and promote a collaborative team environment, employees report to work each day in the office or in the field, depending on their positions.
The physical and mental demands described below are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Language Ability and Interpersonal Communication
Ability to communicate effectively with all levels of office/field employees and management. Represent District in a professional manner when dealing with outside customers and suppliers. Ability to explain, demonstrate and clarify to others within well-established policies, procedures and standards, as well as the ability to follow specific instructions and respond to simple and difficult requests from others. Ability to effectively listen and communicate with multi-cultural customers.
Mathematical Ability
Ability to add, subtract, multiply, divide and calculate percentages, fractions and decimals. Ability to convert water equivalents.
Technology Ability
Intermediate computer knowledge and proficiency with MS Office Suite required. Keyboarding abilities sufficient to perform the job.
Judgment and Situational Reasoning Ability
Ability to use good personal judgment and discretion in performing all job functions. Ability to use good judgment in decision making with internal and external customers.
Physical Requirements
Regularly required to sit, walk, bend, stand and stoop. Ability to lift up to 35 lbs. to provide back up support to the mail room.
Environmental Adaptability
Noise level is equivalent to typical office conditions.
IRWD offers a comprehensive benefits package for eligible employees and their eligible dependents. These benefits include the following: retirement benefits; medical, dental, vision, and life insurance; anda variety of other benefits. Benefits may vary based on employment status. This benefits overview is intended to be a summary, is not intended to be all-inclusive,and may not be applicable to all employees.
Retirement Employees hired on or after January 1, 2013:
The District, in compliance with the California Public Employees' Pension Reform Act of 2012 (PEPRA), implemented a third tier for new employees hired on or after January 1, 2013. New employees hired on or after January 1, 2013 who have not been in PERS membership or in membership with a reciprocal retirement system within 6 months of hire date will receive benefits under the California Public Employees Retirement System at a 2 percent at age 62 formula. This formula gradually increases to a maximum benefits of 2.5 percent at age 67. Final compensation calculations will be based on the highest three-year average of regular recurring pay. The District pays the employer's share of these costs. The employee share of the pension cost of 7.50% is paid in full by the employees hired under this formula.
Employees hired on or after September 29, 2012 or "Classic" PERS members hired on or after January 1, 2013:
On September 24, 2012, the IRWD Board of Directors approved the addition of a second tier to the CalPERS retirement benefits. New employees hired on or after September 29th through December 31, 2012, and employees hired on or after January 1, 2013 who have been in PERS membership or in membership with a reciprocal retirement system, will receive benefits under the California Public Employees Retirement System at 2 percent at age 60 formula. This formula gradually increases to a maximum benefit of 2.418% at age 63. The District pays the employer share of these costs and the employee share of the pension cost of 7% is paid in full by the employees hired under this formula. Final retirement compensation calculations are based on the highest three-year average of regular, recurring pay.
IRWDdoes not participate or pay into Social Security except for the Medicare portion.
Medical InsuranceIRWD contracts with CalPERS for medical insurance coverage. Employees may elect coverage from a variety of PPO and HMO plans. The employee and District contribution for health insurance varies by plan.Coverage is effective the first day of the month following the date of hire.
Dental InsuranceIRWD contracts with Delta Dental for dental coverage.IRWD pays 100% of the premium for dental coverage for eligible employees and their eligible dependents. Coverage is effective the first day of the month following the date of hire.
Vision InsuranceIRWD contracts with the EyeMed for vision coverage. IRWD pays 100% of the premium for vision coverage for eligible employees and their eligible dependents. Coverage is effective the first day of the month following the date of hire.
Life InsuranceElgible employees are provided with life insurance coverage equal to three or four times their annual salary, depending on their level of compensation. Eligible dependents are also covered for a flat benefit amount. Coverage is effective the first day of the month following the date of hire.
Deferred CompensationParticipation in adeferred compensation plan is available through Empower Retirement. Enrollment is voluntary and contributions are employee-paid and subject to IRS limits. The District matches employee contributions up to 3% of base pay after 1 year of employment.
Paid VacationEligible employees begin accruing vacation benefits at the rate of 80 hours per year for the first 5 years of employment and are eligible to use paid vacation time after 6 months of employment. Employees accrue 120 hours per year after 5 years of employment and 160 hours per year after 10 years of employment.
Paid HolidaysThe District offers 11 scheduled paid holidaysplus one personal holiday per year.
Sick LeaveEligible employees accrue 96 hours of sick leave annually.
Flexible Spending AccountsEligible employees may elect to participate in the District's Flex Advantage program. This program allows employees to deposit pre-tax dollars into special accounts to be used for a variety of purposes, including paying for qualified miscellaneous health care expenses and dependent care expenses. IRWD contracts with a third party administer to process payments from employee accounts using claim forms or a Flex Spending debit card.
Educational AssistanceThe District will share in the pre-approved educational costs of tuition and books for employees who wish to attend college or take certification classes.
